Summary
Overview
Work History
Education
Skills
Timeline
Generic

NINOSHKA TORRES

Apopka,FL

Summary

Customer experience and operations manager with over ten years of high volume experience in driving daily business operations, customer service, client experience, project planning, product management, human resources, and visual merchandising management. Experienced as a Co Store Manager of Customer Experience, Operations Manager, Sales Manager, Assistant Store Manager, Visual Merchandising Manager, and Stock Manager with a passion for delivering exceptional customer experience, sales, and operations so as to create a lasting impressions and build long term relationships with clients to ensure returning business.

Overview

16
16
years of professional experience

Work History

Founder/Owner/Operator

DMM
10.2020 - Current
  • Manage daily operations for a successful small business, ensuring efficient processes and quality services
  • Organize and attend trade shows and special events to showcase products, network with other businesses, and attract new customers
  • Generate revenues yearly and effectively capitalized on industry growth
  • Manage purchasing, sales, marketing and customer account operations efficiently to increase sales
  • Established and maintained strong relationships with customers, vendors and strategic partners
  • Achieved financial growth by creating financial plans and budgets to optimize resources, track expenses, and ensure profitability
  • Launch new products or services by conducting market research, identifying opportunities, and developing targeted promotional campaigns
  • Participate in business events, conferences and trade shows to promote products and network with business owners and prospective clients

Co Store Manager- Customer Experience & Operations

H&M
01.2017 - Current
  • Daily business operations of customer experience, sales floor, visual merchandising, sales goals, visual displays, department moves, truck processing, employee relations, and cash handling
  • Planned and oversaw weekly, monthly, quarterly, and annual cost plans, budget, sales goals, and variable cost to maximize profitability
  • Proactively informed and taught sales associates knowledge of departments, product, campaigns, promotions, and merchandising
  • Communicated company set key performance indicators and identify strategies to ensure performance standards were met
  • Coached, developed, and provided succession planning for all associates, trainers, and management
  • Recruited, hired, on boarded, and trained top notch value based talent to staff entire store
  • Set store recruiting goals and development plans for stores' trainers
  • Oversaw all employee relations and supervisory responsibilities such as associate's relocation, pay, title changes, corrective actions, promotions, and terminations
  • Lead and delivered all associate's annual and mid year reviews
  • Effectively scheduled store coverage based on daily, weekly and monthly volume, budgets, in store events, and business needs

Co Store Manager-Customer Experience

Guess Inc
02.2016 - 01.2017
  • Daily operations of all client relations, store sales, business operations, and visual merchandising
  • Successfully implemented new corporate visual merchandising and product manager program for the Guess Factory division
  • Effectively lead sales and merchandising for assigned category
  • Planned and lead bi-weekly floorsets and weekly promotional changes
  • Developed and train sales associates and management on all new product launches, visual merchandising standards, product sell-through, and reporting packages
  • Demonstrated sales leadership by playing an active role on the sales floor through customer engagement with top clients, ensuring the highest level of customer service was provided and quarterly mystery shop goals were met
  • Developed and implemented business action plans in collaboration with the regional, district, and general managers to enhance sales for each assigned product category and client tier segment
  • Attracted, recruited, and retained a high performing team by building a talent pipeline through networking and competitive shopping
  • Achieved all store sales goals through results-driven management
  • Launched the GUESS Factory product manager program in the Central Florida market
  • Mentored and developed assistant store managers and manager-in-training candidates for the GUESS Future Leaders program

Intimates Manager-Customer Experience & Merchandising

Victoria's Secret Outlet & Victoria’s Secret
02.2012 - 02.2016
  • Managed daily customer experience, business operations, & merchandising
  • Lead five store departments including sales, visuals, stock, fitting room, and cashiers daily
  • Managed development for over 250 employees and 15 floor leads
  • Developed an on-boarding and product knowledge training program for sales and stock associates for the company's outlet division
  • Planned, organized, and lead bi-weekly floorsets and product launches
  • Recruited, hired, and trained new associates and new managers within district
  • Managed visual merchandising and stock levels through direct communication with key business departments to maintain a high product sell through
  • Lead weekly product conference calls and monthly store meetings
  • Wrote and delivered both associate and management reviews
  • Interned as an Assistant Store Manager in large and small volume store
  • Co-managed all stores' yearly volunteer and fundraising events with Give Kids The World, Ronald McDonald, and Harbor House

Club Level Concierge Manager

Wyndham Grand Orlando Resort Bonnet Creek
09.2011 - 02.2012
  • Co-lead the grand opening and resort set up teams
  • Trained new employees and mentored current employees
  • Organized resort activities and planned complete vacation packages for guests
  • Hosted daily events in the concierge lounge
  • Built lasting relationships with vendors and local companies to promote excellent VIP client experiences
  • Partnered with all resort departments to ensure exceptional guest experiences

Customer Experience Supervisor

Walt Disney World Resort
07.2008 - 01.2012
  • Awarded the Disney Service Basic Award in 2010
  • Managed the daily operations of the front desk, concierge, back of house, tour group check in, and guest check in area with 50 cast members
  • Partnered with other resort area managers in the overall daily operations of the resorts
  • Trained, mentored, and developed new resort managers and cast members

Education

Bachelor of Science - Anthropology & Behavioral Psychology

Valencia College
Orlando, Fl

Skills

Exceptional Customer Service

Fluent in Spanish

Detail Oriented

Effective Time Management

Exceptional Organization

Performance & Talent Management

Strategic Project Planning

Human Resources

Timeline

Founder/Owner/Operator

DMM
10.2020 - Current

Co Store Manager- Customer Experience & Operations

H&M
01.2017 - Current

Co Store Manager-Customer Experience

Guess Inc
02.2016 - 01.2017

Intimates Manager-Customer Experience & Merchandising

Victoria's Secret Outlet & Victoria’s Secret
02.2012 - 02.2016

Club Level Concierge Manager

Wyndham Grand Orlando Resort Bonnet Creek
09.2011 - 02.2012

Customer Experience Supervisor

Walt Disney World Resort
07.2008 - 01.2012

Bachelor of Science - Anthropology & Behavioral Psychology

Valencia College

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